Imagine that your company is rising upward when, all of a sudden, your customers begin to decline. You enhance your products and services in response and receive great positive feedback, but after a few days, your customer numbers begin to dwindle once again. You implement a business audit, and everybody demonstrates excellent performance. So, what aren’t your customers coming back?
The problem with internal audits base is that they do not actually provide you with accurate information on your employees’ performance. They idea is to evaluate them based on how they work, but in reality, when an auditor comes, everyone puts their best foot forward, so it isn’t usually indicative of normal performance.
So, what’s a good alternative? Mystery shopping.
Finding that weak link in your company is easier with mystery shopping because reports are written by a third party and are usually more honest and objective when it comes to evaluating employee performance. You can determine which customer service elements are lacking and turning your customers away because you get a clearer picture of who is performing well and who isn’t.
Since a mystery shopper evaluates a store or company from the customer’s perspective, they act as a regular customer would, so they can observe how a regular customer is treated. They experience the products and services and also interact with the employees. A full report from a mystery shopper will help a company asses their organization as whole, learn what the typical customer experience is, and pinpoint weaknesses that must be addressed in order to maximize productivity and maintain (or win back) customer loyalty. Mystery shopping takes the guess work out of the equation, so businesses can identify exactly what their customers need and then give it to them.